[China Glass Network] A satisfied old customer may bring you 7 new customers, but losing one customer means that there may be opportunities to lose 19 new customers in the future. Repeating customers is critical, if not old Customers, then they will lose more repeat customers.
Many general managers and sales often overlook a question: Why are customers not buying from me?
Every customer, every transaction is special. If you want to win back unhappy old customers, the first thing to do is to start a deep conversation with the customer and talk, we must try to understand the root cause of the customer not buying things. For the Chinese, the price is a key factor, followed by the delivery date. Again, the relationship between the salesperson's individual and the customer is also an important factor. For a large amount of industrial product procurement, an important reason for the customer not placing an order is: Is the red envelope less?
Only through repeated telephone communication and interviews, customers are willing to disclose the details of the inability to purchase. Practice has proved that this is a long-term process, and no one can know why the customer is no longer buying through a phone call.
Second, propose a solution
The solution is not a verbal promise or a reduced price, it requires:
Management support (sometimes leadership apologies can reflect the company's emphasis on customers) or your personal positive attitude (note: the positive attitude is in the table, if you do not like this customer at all, your false apologies can be seen by customers. )
A perfect solution supported by a team, the improvement often involves many departments. For some large enterprises, there are often cases where the organization is bloated and no one is willing to take responsibility. The phenomenon of big shop bullying often occurs. You cannot forget the role of your sales. As a sales, your status and influence will be more important than human resources, production, and procurement.
Introduce new business or customer-friendly information to customers
Introduce new business to customers, or invite many customers to eat together or organize a social event, from time to time to inform customers of the industry's relevant information and newer conditions, the customer as a plant seed, watering, fertilizing, daily care will eventually Bring returns. Even if the customer can't buy again, he will introduce you to the business.
TIP:
* Pay attention to your tone and attitude. When people are nervous and frustrated, they often cannot express their opinions comfortably.
*Successful sales is a long-term process, and communication is also the same. Old customers simply refuse to have deep reasons, let customers speak!
* Handwritten greeting cards are sent to the customer, remembering the time when the customer placed the order.
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